Crystal Ellender
Lexington
Summary
To provide excellent customer service to patients, visitors, physicians and co-workers in order to facilitate seamless transitions in all areas. And to continue to grow and expand my knowledge in the area of scheduling.
Overview
2027
2027
years of professional experience
Work History
Referral Coordinator
Atrium Health
Winston-Salem
10.2025 - Current
- Managed appointment scheduling within the healthcare system for seamless operations.
- Coordinated patient referrals to specialists and services, facilitating timely access to care.
- Communicated with patients regarding referral processes and next steps clearly.
- Maintained accurate patient records in compliance with healthcare regulations consistently.
- Resolved referral-related inquiries from patients and staff, enhancing communication and support.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Answered questions and resolved concerns raised by both patients and specialists.
- Coordinated with external agencies to ensure timely processing of referrals.
- Performed data entry related to referrals into electronic health record systems.
- Adhered to HIPAA regulations when handling confidential patient information.
- Monitored patient progress throughout the referral process.
- Oversaw daily patient referrals, ensuring efficient processing and continuity of care.
Patient Scheduling Coordinator
Atrium Wake Forest Baptist
03.2024 - 10.2025
- Call center scheduling for all neurology departments within Atrium and Sleep medicine
- Managed patient inquiries, delivering accurate scheduling information to enhance patient experience.
- Resolved any scheduling conflicts or issues in an efficient manner.
- Collaborated with team members to resolve scheduling conflicts quickly.
- Resolved scheduling conflicts efficiently, ensuring seamless patient appointments across departments.
- Addressed customer service inquiries through phone and email, maintaining professionalism and improving patient satisfaction.
Appointment Scheduler
Atrium Triad Neurology
12.2022 - 03.2024
- Answered incoming calls to the office.
- Placed phone messages for doctors and staff
- Managed referral queue for new patients, facilitating smooth onboarding into the practice
- Restructured and transitioned the job into a role at the Access Center.
Procedure Scheduler
Carolinas Pain Institute
02.2021 - 12.2022
- Company Overview: Managed operations in North Carolina
- Scheduled c-arm procedures for seven physicians, ensuring efficient patient flow
- The referrals are placed into a referral work queue, the patients are contacted by phone and scheduled
- Coordinated various procedures including medial branch blocks, epidural steroid injections, radio frequency ablation, trigger point injections, ketamine infusions, and spinal cord stimulator trials
- You have to be able to work independently and make multiple calls to patients
- North Carolina
Appointment Scheduler
Gastroenterology Associates of the Piedmont
10.2020 - 02.2021
- The job consists of contacting patients and scheduling appointments and procedures from a referral work queue in Epic
- Scheduled patient appointments using electronic health record systems.
- Coordinated with healthcare providers to confirm appointment availability.
- Managed patient inquiries and provided information about services offered.
Surgery Coordinator Neurosurgery
Wake Forest Baptist Medical Center
11.2017 - 10.2020
- Scheduled spine surgeries for four neurosurgeons, ensuring optimal patient flow and timely procedures
- Coordinated with patients to assign surgery dates and manage pre-op appointments, surgical consent, and post-operative follow-ups
- Ensure that insurance authorization is obtained
- Ordered MRI or CT scans for patients
- Collaborated with physician to resolve scheduling conflicts and maintain an efficient surgical schedule
- Informed representatives about required surgical instrumentation
- This job requires a lot of attention to detail
Patient Services Representative (Surgical Services)
Wake Forest Baptist Medical Center
01.2016 - 11.2017
- Answered phones and checked in patients for surgery, updated demographic information, prepared patient charts for next day, and kept family members informed about patient status.
- This job is fast-paced and can be quite hectic at times
- Assisted patients with appointment scheduling and registration processes.
- Answered patient inquiries and provided information about services offered.
- Coordinated communication between patients and medical staff for clarity.
Centralized Scheduling
Novant Health
09.2011 - 05.2015
- Coordinated scheduling for multiple facilities including FMC, MPH, HOSC, FOSC, CMC, Endoscopy, Sara Lee Women's Center, and KMC
- Scheduled appointments using phone calls and fax communications.
- I was responsible for entering patients' demographic and insurance information into epic
- I scheduled pre-anesthesia visits and phone calls prior to surgery.
- This job is very demanding and requires you to work fast and efficiently and be able to multitask
OR Access Specialist-Endoscopy Suite
Novant Health
05.1998 - 09.2013
- Scheduled appointments for several busy gastroenterology offices, answered phones, entered patient demographic and insurance information, logged data by entering charges, audited charges, prepared charts for the following day, greeted and checked in patients, and entered orders for lab tests and various radiology tests. Ordered all forms and office supplies for the department.
- Facilitated patient access to services and scheduled appointments efficiently.
- Managed patient records and maintained confidentiality in compliance with regulations.
- Assisted patients in navigating insurance options and financial assistance programs.
In/Medical Records/Switchboard Operator
Salem Family Practice
05.1997 - 05.1998
- Checked in patients, entering demographic and insurance information to ensure accurate records and smooth patient flow
- Answered multiple incoming lines as switchboard operator, sorting and delivering mail to facilitate efficient communication
- Managed medical records efficiently in a healthcare setting
Unit Secretary
ICU FMC
05.1996 - 05.1997
- Answered phones, transcribed, and entered doctor's orders for various tests.
- Managed patient records and ensured accurate documentation in the ICU.
- Coordinated communication between medical staff and families for patient updates.
- Scheduled appointments and assisted with patient admissions in the ICU.
Referral Coordinator
Atrium Wake Forest Baptist
Winston-Salem
Education
diploma -
Forsyth Technical Community College
Winston-Salem, NCHigh School -
Parkland High School
Winston-Salem, NCSkills
- Referral management
- Medical Scheduling
- Appointment Scheduling
- Patient Scheduling
- Referral Verification
- Insurance Verification
- Medical terminology
- HIPAA Compliance
- Patient confidentiality
- Epic
- Epic Systems
- Order Entry
- Referral tracking
- Attention to detail
- Time management
- Organizational skills
- Team collaboration
- Problem-solving skills
- Problem solving
- Effective communication
- Communication skills
- Critical Thinking
- Team collaboration
- Problem solving
- Organizational skills
- Referral tracking
Personal Information
Authorized To Work: US
Timeline
Referral Coordinator
Atrium Health
10.2025 - Current
Patient Scheduling Coordinator
Atrium Wake Forest Baptist
03.2024 - 10.2025
Appointment Scheduler
Atrium Triad Neurology
12.2022 - 03.2024
Procedure Scheduler
Carolinas Pain Institute
02.2021 - 12.2022
Appointment Scheduler
Gastroenterology Associates of the Piedmont
10.2020 - 02.2021
Surgery Coordinator Neurosurgery
Wake Forest Baptist Medical Center
11.2017 - 10.2020
Patient Services Representative (Surgical Services)
Wake Forest Baptist Medical Center
01.2016 - 11.2017
Centralized Scheduling
Novant Health
09.2011 - 05.2015
OR Access Specialist-Endoscopy Suite
Novant Health
05.1998 - 09.2013
In/Medical Records/Switchboard Operator
Salem Family Practice
05.1997 - 05.1998
Unit Secretary
ICU FMC
05.1996 - 05.1997
Referral Coordinator
Atrium Wake Forest Baptist
diploma -
Forsyth Technical Community College
High School -
Parkland High School